What should I do if during a trip I have any complaint to the volume and quality of the services provided?

As far as possible, all the questions and complaints about restrictions on the services and their quality during the trip you need to settle on the spot by contacting the competent person. If this fails, it is your responsibility, unless stated otherwise in the contract, to submit a claim to the person specified in the confirmation receipt or to the Agency's contact person immediately, if possible during the trip, to have the possibility to eliminate the shortcomings.

According to the legislation, the tourism operator or the representative thereof and the Client shall draw up a document, in which the date, place, time and objections regarding the service, the number of the contract and the paragraph of the contract on the basis of which the objection is being raised, the given name and surname of the client, the name and registration number of the tourism operator or its representative shall be indicated. The document shall be certified by both parties with a signature

What should I do. if my complaint was not satisfied during the trip?

The claims received after the trip are treated according to the order and terms set out by tour operator in writing, in accordance with properly prepared documents. Agency has a duty to provide the Client with the necessary assistance and support to address the tour operator with a complaint or a claim, and inform the Client about the progress within 10 days from the date of its receipt by the Agency and later on within 5 days of receipt of the request from the Client. The Client undertakes to fulfill the requirements of the Agency and tour operators with regards to paperwork and other reasonable requirements.

During what period I have the right to make a claim in respect of improper provision of the service?

The Client has the right to make a claim in respect of the provision of the services, which do not comply with the terms of the contract, within two (2) years from the date of signing the contract, by filing the demand to the Agency or Tour Operator.